ANALISIS KUALITAS PELAYANAN DI BANK BNI KCP MERCU BUANA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD)

FEBRIANI, RIKA (2019) ANALISIS KUALITAS PELAYANAN DI BANK BNI KCP MERCU BUANA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Every day the development of the number of customers is increasing so that the quality of service and customer satisfaction are closely related in providing services to customers with banks. In improving bank service quality that can be used are the Servqual (Service Quality) and QFD (Quality Function Deployment) methods. The purpose of this study was to design a service improvement proposal at BNI Bank Mercu Buana KCP using Servqual and QFD. In this study a survey was conducted by distributing questionnaires to 110 respondents from customers of the BNI Bank Mercu Buana Branch Office. Based on data processing carried out using the House Of Quality (HOQ) method. The level of customer satisfaction at Bank BNI KCP Mercu Buana is lower than the expected level with a mean value of 4.61 and a level of reality that is with a mean value of 4.05. The factors that influence customer satisfaction of BNI KCP Mercu Buana which need to be improved again are in the Tangible dimension (Physical Evidence) indicated by adequate physical facilities, such as the customer queue waiting room with a gap value of -1.15. The percentage value is shown in training and seminars on Public Speaking for teller officers 18.3%, maintaining good relations between tellers and customers 13.6%, expanding physical facilities such as 9.8% queuing waiting rooms, conducting procedures for cleaning and good and true 8.1%, moral coaching with courtesy 19.7%, direction on providing maximum service 22.1%, and evaluating every month 1.6% at BNI Bank Mercu Buana KCP. It is recommended to Bank BNI KCP Mercu Buana to further improve service performance in all services. Keywords: Service Quality, Customer Satisfaction, Servqual, QFD, HOQ, Gap. Setiap harinya perkembangan jumlah nasabah semakin meningkat sehingga kualitas pelayanan dan kepuasan nasabah sangat berkaitan dalam memberikan pelayanan kepada nasabah dengan bank. Dalam melakukan perbaikan kualitas pelayanan bank yang dapat digunakan adalah metode Servqual (Service Quality) dan QFD (Quality Function Deployment). Tujuan dari penelitian ini adalah merancang usulan perbaikan pelayanan di Bank BNI KCP Mercu Buana dengan menggunakan Servqual dan QFD. Pada penelitian ini dilakukan survey dengan menyebarkan kuesioner kepada 110 responden dari nasabah Bank BNI KCP Mercu Buana. Berdasarkan pengolahan data yang dilakukan menggunakan metode House Of Quality (HOQ). Tingkat kepuasan nasabah di Bank BNI KCP Mercu Buana lebih rendah jika dibandingkan dengan tingkat harapannya yaitu dengan nilai rata-rata (mean) 4,61 dan tingkat kenyataannya yaitu dengan nilai rata-rata (mean) 4,05. Faktor-faktor yang mempengaruhi kepuasan nasabah Bank BNI KCP Mercu Buana yang perlu ditingkatkan lagi adalah pada dimensi Tangible (Bukti Fisik) ditunjukkan pada terdapat fasilitas fisik yang memadai, seperti ruang tunggu antrian nasabah dengan nilai gap -1,15. Nilai presentase ditunjukkan pada diadakan pelatihan dan seminar tentang Public Speaking bagi petugas teller 18,3%, menjaga hubungan baik antara petugas teller dengan nasabah 13,6%, memperluas fasilitas fisik seperti ruang tunggu antrian 9,8%, melakukan prosedur penataan dan pembersihan yang baik dan benar 8,1%, pembinaan moral dengan sopan santun 19,7%, pengarahan tentang pemberian pelayanan yang maksimal 22,1%, dan melakukan evaluasi setiap bulannya 1,6% di Bank BNI KCP Mercu Buana. Disarankan kepada Bank BNI KCP Mercu Buana agar lebih meningkatkan kinerja pelayanan pada semua pelayanan. Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah, Servqual, QFD, HOQ, Gap.

Item Type: Thesis (S1)
Call Number: ST/16/19/012
NIM: 41615010063
Uncontrolled Keywords: Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah, Servqual, QFD, HOQ, Gap.
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 26 Apr 2019 01:34
Last Modified: 26 Apr 2019 01:34
URI: http://repository.mercubuana.ac.id/id/eprint/48604

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